Technical Account Manager IT

Starling Bank is the UK’s first and leading digital bank on a mission to fix banking with more than 3,000 people in our UK offices and 4 MILLION customers in the UK! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. Engine by Starling is Starling’s software-as-a-service (SaaS) business, the technology that was built to power Starling Bank, and over a year ago we split out as a separate business. We are on a mission to find and work with leading banks all around the world who have the ambition to build rapid growth businesses, on our technology.

This SaaS technology platform is now available to banks and financial institutions all around the world, enabling them to benefit from the innovative digital features, and efficient back-office processes that has helped achieve Starling's success.

At Engine by Starling, our technologists are at our very heart and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Engine is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, and discovering to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. We have a Hybrid approach to working here at Engine - our preference is that you're located within a commutable distance of our Toronto office, so that we're able to interact and collaborate in person.

As a Technical Account Manager (TAM) at Engine, you will be at the forefront of our client relationships at the heart of our customer success organisation, serving as a trusted advisor and the primary technical point of contact. You will be instrumental in ensuring our clients maximise the value of our platform, achieve their business objectives, and receive exceptional support. As part of this role you will be required to participate in an On-Call rotation with the other Technical Account Managers to support our clients out of hours.

Client Relationship Management (40%):

Serve as the bridge between Engine and our clients, managing all aspects of the client support and experience.

Engage with product/service owners and incident management specialists within our clients' organisations.

Participate in monthly and quarterly business reviews with the Client Relationship Director/Engagement lead to discuss strategic initiatives and platform performance.

Strategic Planning and Communication (30%):

Engage in clients' quarterly planning processes to understand their roadmap and align on business requirements.

Provide regular, transparent updates to clients on changes, categorised as Critical Path, Immediate Impact, and Roadmap items.

Communicate and coordinate platform changes, assisting with the creation of client release notes for major API updates.

Technical Guidance and Support (20%):

Provide technical support and troubleshooting for clients, helping to identify, assess, and triage issues based on severity and impact.

Guide clients on the optimal use of our product, ensuring they get the best value from its technical features.

Facilitate ongoing technical support by collaborating with engineering teams to troubleshoot and resolve issues.

Assist new clients with the onboarding process, guiding them through the run process and supporting them during the UAT phase of project delivery.

Knowledge Management and Improvement (10%):

Regularly review and update knowledge base materials and runbooks to ensure accuracy and relevance.

Gather valuable feedback from clients on our product and services, relaying this information to our Technology and Product teams to inform future improvements.

Contribute to the continuous improvement of our Engine documentation.

Experience in a Service Desk or client-facing platform support management role.

Proven experience in incident and problem management.

Technical aptitude and curiosity, with experience working with cloud-based SaaS systems.

Strong presentation, communication, and facilitation skills, with the ability to convey complex technical concepts to non-technical stakeholders.

Confidence to ask insightful questions and engage in conversations with senior bank executives.

You don’t need to tick every box to apply - If you’re curious, technically capable, great with people and you enjoy untangling complex problems, we’d love to chat. In general you can expect the below, following a chat with one of our Talent Team:

Video interview - ~60 minutes

While we can’t accommodate every flexible working request, we're always open to discussion. We’re on a mission to radically reshape banking – and that starts with our brilliant team. Engine by Starling is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Engine by Starling are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

When you provide us with this information, you are doing so at your own consent, with full knowledge that we will process this personal data in accordance with our Privacy Notice. By submitting your application, you agree that Engine by Starling and Starling will collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we will process, where we will process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.